Help
Why haven't I received my card yet?
Receiving your UPside card can take up to 10 business days. If it has been longer than that period, your card may have been lost in the mail or you will need to verify more information on your enrollment. Please email us at
cs@upsidecard.com and we will be able to research your issue further.
Yes, you can request expedited shipping within 24 hours of your initial enrollment by emailing us at
cs@upsidecard.com. There is a $15 expedited shipping fee that will be applied to the card balance.
You must enroll for a second card using the Companion Card enrollment on your online card account only. You cannot enroll for another card as a primary card with a separate card account balance.
Why am I having problems loading funds from a bank account or direct deposit?
If it has been over 5 business days for an ACH/DDA bank load to appear on your prepaid card account balance, contact the funder/funding bank and make sure they have used your correct direct deposit information and that the funds have been transferred. If yes, please contact customer service
cs@upsidecard.com.
There are typically four reasons why a credit card load will not complete:
1. Your credit card is being declined by your funding card issuer due to insufficient funds. Please contact your funding card issuer to resolve this issue.
2. Your funding card information has changed (i.e. you received a new card in the mail). You can change your funding source from you online account (expiration date and CVV2 only). If you have a new card, you can remove the old funding source and wait 30 days to add the new one.
3. Your billing address information is incorrect. Please verify your address information with the most recent funding card statement to assure that all details are identical.
4. You are requesting a load greater than $150/load, $300/day or $1000/calendar month.
What do I need to do to set up direct deposit with my employer?
You can set up a direct deposit with your employer by giving them your unique direct deposit banking details. These are located on the online card account at by going to the Direct Deposit tab in the funding window after you have logged in. You can either print out the details (a voided check is included) or email them.
Why has my MoneyPak not loaded?
Some merchants request that you wait for up to one hour before redeeming your MoneyPak. If you have loaded cash through the MoneyPak network directly from the cashier at 7-Eleven, your funds will load within 4 hours.
If it has been longer than the above mentioned timeframes, please contact GreenDot directly at
www.moneypak.com.If your main card account balance has become insufficient to pay the monthly maintenance fee for your account, the missing amount will be automatically withdrawn from the Rainy Day Reserve to cover the fee.
I was not able to withdraw funds from an ATM though my balance shows I have enough.
The balance shown at the ATM includes the Rainy Day Reserve amount, as well as the main card account balance. In order to withdraw funds, you will need to find your main card account balance, either by logging into your card account online or cell phone browser. You can then withdraw funds up to that amount.
I cannot activate my card.
In order to activate your card please go to your online card account and log in. You will need your Customer Service Access Code. This code is the last four digits of your SSN.
What do I do if my card was lost or stolen?
We recommend that you suspend your card immediately. You can do this from your online account. You can then contact customer service by calling 866-845-6273 (you will need your 16-digit UPside card number to call) or contact us by email at
cs@upsidecard.com. We can then mark your card lost/stolen and send you a new one.
Your ATM withdrawal request could have been declined due to the following:
1. Insufficient funds
2. Over 3 requests made in a 24-hour period
3. Greater amount requested for withdrawal ($400/request, $500/24 hours)
Why was I charged a $2 ATM decline fee?
If you do not have enough funds on your card balance to withdraw your requested amount from an ATM, you will be charged a $2 ATM decline fee. We recommend that you check your card balance first, either directly at the ATM or by logging into your online account from you mobile at
m.upsidecard.com.
In order to dispute a transaction, we recommend that you first speak with the merchant to conduct a refund. If they are unable to help you, please call 866-845-6273 to speak with a live agent to dispute your transaction.
Why was I overcharged for a gas or restaurant purchase?
Gas stations authorize a larger transaction amount to verify that you have enough funds to cover a typical full tank of gas. This amount will be corrected once we receive the final batch amount from the merchant, which can take up to 4 days. This unfortunately locks those funds on your account. We recommend in the future that you pay for your gas inside the station and not at the pump to assure that this larger authorization does not occur.
Restaurants authorize a larger transaction amount to verify that you have enough funds to cover your meal plus tip. This amount will be corrected once we receive the final batch amount from the merchant, which can take up to 4 days. This unfortunately locks those funds on your account.
Why can I not get cash back?
You can get cash back at POS up to $60/transaction or up to 15 cash back transaction/month. Your purchase must be equal to or greater than the amount you are requesting for cash back.
What do I do if my account has been marked as potentially fraudulent?
Please contact customer service at 866-845-6273 and speak with a live agent.
I was not able to withdraw funds from an ATM.
You are only able to withdraw funds up to the available balance on the card account. If you do not have enough funds, your withdrawal will be declined.
If you have funds in the Rainy Day Reserve, the balance shown at the ATM includes the Rainy Day Reserve amount, as well as the main card account balance. In order to withdraw funds, you will need to find your main card account balance, either by logging into your card account online or cell phone browser. You can then withdraw funds up to that amount.
Why can I not log into my online account?
Please verify that you are using the correct username and password. If you have lost your username or password, you can use the "Lost username/password" function on the login screen.
How do I change my listed address?
Please call customer service at 1-866-845-6273. There is a 90 day locked address period from the date of activation – you cannot change your address during this period.
How do I access my card account from my mobile phone?
Go to
m.upsidecard.com with your cell phone browser. You will be asked to enter your username and password as if you were logging in from a computer. Your cell phone may memorize your user name, so that you won't have to type it again the next time you access the site.
You must receive and activate your primary card before you enroll for a second card. Once you've done so, a new window will appear on your online account to enroll for a second card.
If you already had a second card that you closed, you must wait 30 days after closing the card to enroll for a new companion card. After 30 days, a new window will appear on your online account to enroll for a companion card.
The secondary cardholder would like to load his/her paycheck onto the card. How does he/she do that?
The Direct Deposit details are the same for both cards. He/She will need to get the Direct Deposit details on the online account by selecting "View My Direct Deposit Details" and give them to his/her employer.
Why have my cash back points not shown up yet?
Reward points can take up to 15 days to appear on your account. If it has been longer, please contact us at
cs@upsidecard.com with details of the transaction you made. Please note that online purchases made at retailers through the UPside Mall are eligible for reward points, not by shopping at the physical store.
Please note that you need to link to the merchant through the UPside Mall (not just use your UPside card) in order to receive points. If you leave the merchant website before you complete your transaction, you will need to go back to the UPside Mall and link to the merchant again, do not click "back" on your browser.
